Director of Customer Success

Insight Global is seeking a Director of Customer Success that will lead and elevate our customer service operations. This role will oversee a team of 40 employees based in O Fallon, MO (approximately 30–40 minutes outside St. Louis), including 9 direct reports. The ideal candidate will bring strategic leadership, operational excellence, and a passion for customer-centric service. This is an in-office role Monday through Friday. This individual will be tasked with leading a division of call center and customer success individuals along with identifying problems and implementing solutions.

Additional Responsibilities Include:

Leadership & Strategy

• Set the vision and roadmap for Customer Success aligned with the organization’s growth goals.
• Lead, coach, and develop a high-performing team focused on inbound support and outbound service coordination.
• Foster a culture of accountability, collaboration, and continuous improvement.

Operations & Process Improvement

• Implement scalable processes and tools to support rapid expansion.
• Own the customer experience across all channels (phone, email, chat, self-service).
• Establish and monitor KPIs, ensuring teams have the resources and training to meet goals.
• Collaborate cross-functionally with Sales, Field Ops, Engineering, and Product to optimize the customer journey.

Customer Advocacy

• Serve as the internal champion for customer needs and feedback.
• Analyze customer data to identify trends and drive systemic improvements.
• Provide executive-level reporting on customer insights and performance.

Desired Skills and Experience:

• Minimum of 3 years of experience as a director or manager of customer success / customer, preferably in telecom and in a call center environment.
• Experience managing large teams with direct and in direct reports
• Excellent communication and collaboration skills across departments.
• Familiarity with CRM, OSS/BSS, and call center platforms

Compensation:

$100k to $140k per year annual salary.

Exact compensation may vary based on several factors, including skills, experience, and education.